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Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?

An important determinant of national competitiveness is the quality of its higher education.This quality comes from the combination of excellent learning process and public satisfaction on the service delivered. Student satisfaction assessment is vital in determining service quality at higher learni...

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Main Authors: Hanaysha, Jalal R. M., Abdullah, Haim Hilman, Warokka, Ari
Format: Conference or Workshop Item
Language:English
Published: 2011
Subjects:
HD28 Management. Industrial Management
LB2300 Higher Education
Online Access:http://repo.uum.edu.my/4221/1/paper_155.pdf
http://repo.uum.edu.my/4221/
http://www.ibima.org/MY2011/
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id my.uum.repo.4221
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spelling my.uum.repo.42212016-12-06T03:57:18Z http://repo.uum.edu.my/4221/ Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market? Hanaysha, Jalal R. M. Abdullah, Haim Hilman Warokka, Ari HD28 Management. Industrial Management LB2300 Higher Education An important determinant of national competitiveness is the quality of its higher education.This quality comes from the combination of excellent learning process and public satisfaction on the service delivered. Student satisfaction assessment is vital in determining service quality at higher learning institutions (HEIs).To remain competitive require HEIs to continuously acquire, maintain and build stronger relationships with students.The main purpose of this paper is to evaluate students’ satisfaction on services provided by HEIs. Specifically the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance and empathy) or SERVQUAL and students’ satisfaction.From 1000 questionnaires being sent out to respondents, 360 responded. The findings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings should help universities make better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated all the five dimensions of service quality were correlated with student satisfaction. 2011-06 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/4221/1/paper_155.pdf Hanaysha, Jalal R. M. and Abdullah, Haim Hilman and Warokka, Ari (2011) Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market? In: 16th International Business Information Management Association Conference, 29-30 June 2011, Kuala Lumpur, Malaysia. http://www.ibima.org/MY2011/
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
LB2300 Higher Education
spellingShingle HD28 Management. Industrial Management
LB2300 Higher Education
Hanaysha, Jalal R. M.
Abdullah, Haim Hilman
Warokka, Ari
Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?
description An important determinant of national competitiveness is the quality of its higher education.This quality comes from the combination of excellent learning process and public satisfaction on the service delivered. Student satisfaction assessment is vital in determining service quality at higher learning institutions (HEIs).To remain competitive require HEIs to continuously acquire, maintain and build stronger relationships with students.The main purpose of this paper is to evaluate students’ satisfaction on services provided by HEIs. Specifically the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance and empathy) or SERVQUAL and students’ satisfaction.From 1000 questionnaires being sent out to respondents, 360 responded. The findings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings should help universities make better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated all the five dimensions of service quality were correlated with student satisfaction.
format Conference or Workshop Item
author Hanaysha, Jalal R. M.
Abdullah, Haim Hilman
Warokka, Ari
author_facet Hanaysha, Jalal R. M.
Abdullah, Haim Hilman
Warokka, Ari
author_sort Hanaysha, Jalal R. M.
title Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?
title_short Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?
title_full Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?
title_fullStr Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?
title_full_unstemmed Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?
title_sort service quality and students’ satisfaction at higher learning institutions: is malaysian government at the right track to champion asean market?
publishDate 2011
url http://repo.uum.edu.my/4221/1/paper_155.pdf
http://repo.uum.edu.my/4221/
http://www.ibima.org/MY2011/
_version_ 1644278698415751168
score 13.211869

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